Manager - Command Centre (Central Infra Services)

Position Overview

The Command Centre Manager role works with various contractors and stakeholders for the operations and delivery of Command Centre Operations management services and provides expertise in process standardisation across services. Provides coordination among infrastructures and services, and serves as the single point of contact for leading incident management.

Role & Responsibilities

• Takes ownership of the day-to-day operation and accountable for the Command Centre Operations
• Works with appointed contractors that may be resided locally and overseas in meeting the service level agreement (SLA) and the business requirements
• Manages the team in operating and supporting the Command Centre Operations TWENTY-FOUR (24) hours a day, SEVEN (7) days a week, inclusive of Saturdays, Sundays and Public Holidays
• Identifies any potential areas of improvement proactively and proposes improved ways of working for the Command Centre team
• Provides timely and effective reports to stakeholders and manage any escalations when needed
• Manages operational processes and governance, and keeping the documentation up-to-date, including the Standard Operating Procedure (SOP), operation checklists, escalation matrix and contact list

Requirements

• At least EIGHT (8) years of IT experience
• At least THREE (3) years in vendor management and outsourcing management
• At least THREE (3) years in leading a Command Centre team of at least 10 staff
• At least THREE (3) years of Incident Management experience
• Minimally ITIL v3 Foundation Certification
• Be comfortable working in a fast paced and demanding environment, agile in adapting to new changes and excellence at priorising tasks
• Have strong stakeholder engagement and vendor management skills with previous experiences in project management, command centre/call centre management will be desirable
• Have experiences in coaching team leaders in the management of the Command Centre team

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